Working the Drive Thru

When working the drive thru, it’s important to remember the importance of accuracy, speed, quality and service. At times, the drive thru will be busy and hectic. As a team, it’s important to know your place, know the menu and be prepared to make decisions if problems arise.

When the drive thru becomes busy, it’s important to work as a team and know your place.

Managing the Drive Thru POS System

– You have one of the most important tasks if you are positioned at the Drive Thru POS system. Your job includes:

1. Always wearing a headset and listening to when car’s pull up to the menu board.

   • Start by saying… “Hello, welcome to Austin’s Coffee Crafters! May I take your order?”

     • Make sure to keep in concise & nice. Speedy service is important in the drive thru.

2. As the customer begins to place their order, you’ll want to accurately record their order using the pos system.

   • Most of the time, customers may have questions, or request the names of certain ingredients in the meal. It’s extremely important to know the in’s & outs of the menu and it’s ingredients including things like which items contain allergens like gluten, nuts or dairy.

3. Once the customer has given you their order, slowly repeat the order back to them. This will help with both accuracy and quality of the service.

4. As a reminder, the customer is always right. If an order is messed up, or if there was any confusion, make it right and fix the order.

   • If there is any confrontation, call over a manager to step-in.

Drive Thru Barista –

When you’re the drive thru barista, the job includes making espresso based drinks, brewed drinks & any other type of beverage. During really busy times, Barista’s may have a split job, where one is working the espresso machine; while the other may be making brewed drinks & other beverages. Things to note:

1. Make sure to always were a headset.

   • Before the order is placed, you may have an opportunity to begin making the drink before it’s printed off. This will help with speed.

2. When a drink is finished, ensure that it’s placed in the designated drive-thru area.

   • This helps ensure that the customer receives the entire order and helps the team member managing the POS system grab all food and drinks in one area.

Preparing Meals for the Drive Thru

1. When item’s are finished, ensure that it’s placed in the designated drive-thru area.

   • This helps ensure that the customer receives the entire order and helps the drive-thru House of Hand grab all food and drinks in one area.

2. Food should never be slapped together & should always be consistent.

   • In the prep area, there will be posted instructions and photos on how food should be put together and presented.

     • If food is presented or finished in a poor way, you will have a few warnings before being written up.

Knowing the menu is key to running a drive-thru. It helps ensure quality service & accuracy.